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Really inflexible airline (lost luggage)

Singapore Airlines is certainly an airline known for its safety, but it should also be known for its inflexibility. Following some luggage that was lost (and found 4 days later!) on a long-haul Paris/Hanoi (via Singapore) departure flight in Business Class (really expensive!), there was no e-mail apology, no goodwill gesture on the return flight (we asked if they would upgrade for my wife, who was traveling in economy class, but, they refused even though Business Class was almost empty. They only offered to let her sit by me for the landing, 15 minutes before arrival at CDG), etc. This airline's rigid organization showed absolutely no flexibility no matter the circumstances. They referred us to the Manager, then to the Manager's Manager . . . basically, no one took responsibility.

Furthermore, although I found the crew very friendly and attentive on the return flight, this was not the case on the departure flight.